Easy buttons, the Big Easy and Easy-Bake ovens
 
Easy buttons, the Big Easy and Easy-Bake ovens
08 FEBRUARY 2012 7:51 AM

Here are four E.A.S.Y. steps to improve communication at your hotel.

Staples has the Easy Button, Mardi Gras has the Big Easy, and my daughter has her Easy-Bake Oven. What does your hotel have?

I have some very smart followers of this column series, and they shared a great deal of feedback on “11 ways to better communicate in your hotel.” The most common question? “Is there an EASY way that I can make MY hotel communications better?”

This got me to thinking: Is there an easy way to better hotel communications? The answer is yes. Here are my four easy steps to help make your hotel’s communication E.A.S.Y. 

Establish a simple and easy-to-understand statement.
Ask questions, seek feedback right away, and be open to answering questions.
Set aside time to have direct communication with team members via a face-to-face meeting or conference call to discuss new and important messages.
Yahoo! Effective communication includes more than to dos and to don’ts. It includes celebrating the good stuff—and what is in it for the team member—in public!

Establish a simple and easy-to-understand statement.
Write with your audience in mind. Use words and phrases that are familiar and used among your audience on a regular basis. Eliminate unnecessary words or terminology and boil it down to the most basic information. The simplest of sentences can be the most attention grabbing. Go! Fight! Win!

Ask questions, seek feedback right away, and be open to answering questions.
Once your audience has had the opportunity to read or listen to your message, ask them to repeat the message back to you in their own words while you check for understanding. Ask them if there are words or phrases that are unclear. Seek your team’s feedback on how they would refine your message.

Set aside time to have direct communication when possible. Face-to-face meetings or conference calls about important new messages work best.
Don’t get lost in the shuffle of the to-do list and deadlines. For internal messages, ask your team to set aside time to review new goals and objectives with you. If you keep the time focused and productive, you will see a return on your investment of time and resources.

Yahoo! Effective communication includes more than to dos and to don’t. It includes celebrating the good stuff—and what is in it for the audience—in public!
Everyone loves a party, and everyone loves it more when they are the reason for the party. As milestones, goals and objectives are met, take time to recognize those who made it possible. Be specific about individual contribution whenever possible. Take the opportunity to show your audience how changes not only help the group as a whole, but how they also help each individual.

You might not get to the Big Easy this year, enjoy slightly burnt “treats” from your daughter’s Easy-Bake Oven or have a hidden red Easy Button, but communicating at your hotel can be “E.A.S.Y.” if you follow these four simple (thought I’d say “easy” again didn’t ya?) steps!

Until next time, remember:  Take care of the customer, take care of each other and take care of yourself!

Jim Hartigan, chief business development Officer and partner joined OrgWide Services, a learning, communications, surveys and consulting firm in April 2010 after nearly 30 years experience in the hospitality industry, including the last 18 as a senior executive with Hilton Worldwide. Jim brings to OrgWide a reputation for driving change through improved business processes and developing comprehensive strategies that streamline operations, drive brand awareness and preference, and increase customer satisfaction.

The opinions expressed in this column do not necessarily reflect the opinions of HotelNewsNow.com or its parent company, Smith Travel Research and its affiliated companies. Columnists published on this site are given the freedom to express views that may be controversial, but our goal is to provoke thought and constructive discussion within our reader community. Please feel free to comment or contact an editor with any questions or concerns.

No Comments

  • adamzembruski February 13, 2012 9:13 AM

    Love the article Jim. Informative, inspiring.

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